Customer feedback vital in ensuring business recommendations
Ensuring that members and clients are loyal to a business is a result of satisfying and engaging them sufficiently so that they will recommend their positive experiences to friends and family.
According to PaySmart’s National Sales Manager Colin Walker, generating this loyalty is vital for business and asking customers essential questions, and being prepared to really listen to their answers and respond accordingly, is key to this process.
Speaking to Australasian Leisure Management, Walker explained “seeking feedback can be a little scary, mostly because it may not reveal the story you’d like to hear, but seeking and using feedback can be a vital business opportunity.”
“And it doesn’t have to be gathered through a 10-page survey or hour-long focus groups, I’m talking about gathering meaningful feedback by asking one simple question: would you recommend us to a friend?”
Walker sees that this question is at the heart of the Net Promoter Score system.
By asking this critical question a customer’s propensity to recommend a business on a scale from one to 10 can be gauged, and it can help determine:
• How many of customers are ‘promoters’ - someone who’ll typically buy more from you and will recommend you to others
• How many are ‘detractors’ - customers who typically buy less, make negative comments and won’t recommend you
• And finally, those who are neutral towards your business.
Walker adds “there’s a little more to the process, but in a nutshell, by making the following calculation you can determine your Net Promoter Score - the percentage of promoters (scoring 9 and 10) minus the percentage of detractors (scoring from 0 to 6).
“The passives (scoring 7 and 8) are not counted for the sake of measuring the Net Promoter Score, but are still worth noting as you want to know how many customers you need to move into the ‘promoter’ category.
“Using the Net Promoter Score to better understand and harness the value of your customer base is a really exciting prospect that can genuinely improve your customers’ experience and, ultimately, drive growth and customer retention in your business.”
PaySmart offers clients the opportunity to get an NPS system up and running.
To find out more, click here to contact PaySmart via their entry in the Australasian Leisure Management Supplier Directory.
Colin Walker wrote about the key steps in running a successful member-based business in the May/June 2017 issue of Australasian Leisure Management.
27th April 2017 - SOFTWARE INTEGRATION IMPROVES CUSTOMER SATISFACTION
27th August 2016 - PAYSMART SHARES ADVICE ON CONVERTING NEW LEADS
2nd August 2016 - PAYSMART SHARES ADVICE ON ATTRACTING NEW BUSINESS LEADS
4th July 2016 - TRANSACTION SERVICES GROUP ACQUIRES LINKS MODULAR SOLUTIONS
26th August 2015 - NEW BRAND IDENTITY FOR BILLING LEADER PAYSMART
21st November 2012 - HOW LOYAL ARE YOUR FITNESS CLUB MEMBERS?
27th April 2010 - 15 YEARS AND NO MISSED BILLINGS
Asking a small favour
We hope that you value the news that we publish so while you're here can we ask for your support?
The news we publish at www.ausleisure.com.au is independent, credible (we hope) and free for you to access, with no pay walls and no annoying pop-up ads.
However, as an independent publisher, can we ask for you to support us by subscribing to the printed Australasian Leisure Management magazine - if you don't already do so.
Published bi-monthly since 1997, the printed Australasian Leisure Management differs from this website in that it publishes longer, in-depth and analytical features covering aquatics, attractions, entertainment, events, fitness, parks, recreation, sport, tourism and venues management.
Subscriptions cost just $90 a year.
Click here to subscribe.
The Complete Guide to Leisure Industry Products & Services.
Vlocker Pty Ltd has been designing, manufacturing, installing and servicing locker systems worldwide since 1995. Vlocker specialises in providing locker solutions to suit client requirements in…read more
Neptune Benson is a manufacturer of high quality water filtration and disinfection products for the recreational, industrial, and municipal water markets. With more than 20,000 installations…read more
About Priava's Technology - Priava is a cloud-based and centralised venue and event management system aimed at venues of all sizes. With its familiar and easy-to-use web interface, the…read more
As of the 1st July 2018, Enta Australasia Pty Ltd/Best Union has been rebranded as VIVATICKET Pty Ltd. Click here to view the VIVATICKET Pty Ltd listing. 19th July 2018 - ENTA…read more
Tim Batt Water Solutions are at the very forefront of the commercial aquatic business in Australia, with over 30 years specific experience supplying and installing chemical control and dosing…read more
SICO is at the forefront in innovative mobile folding and rolling, space efficient tables, stages, dance floors and many other products which help our customers optimise their use of space. Image…read more
Lander & Rogers' Sports Business Group is the leading sports law practice in Australia, representing over 150 national and international sporting bodies. Our clients include international…read more
get listed with our suppliers directory
Get your business noticed in our targeted directory. Viewed by 10,000 industry professionals per week!